Core competencies are those things that we do very well, unique resources that we already possess. What is it that we have that makes us efficient and effective at what we do?

An order winner is a characteristic that makes it that your customer prefers you over the competitors. An order qualifier is something that allows you to be considered by a potential customer. An order loser is something that drives your customers away.

The Kano model says there's a must-be there or I won't even look. One-dimensional okay, these are features that if it has it, puts you one notch up. So it's like a straight line. If it has it, I feel that much better about this product or service. If it doesn't have it, I feel that much worse about the product or service.

A manufacturing process is a tangible product I can hang on to, I can measure. If it's hard to measure, alright if it's more something that is something you can feel you can look at and it's subjective to how people feel about it that's more like a service.

Program quality is very easily measured in manufacturing, because it is very very measurable as opposed to being subjective in a service.

We are now going more towards a servitization blend where it's a combination of service and processes, and when you think about this thing about iPod, iPad all that they blended the music service with the product so that it works well together

We have two more videos in operations and they are both with calculations so go ahead and take a look at them do the calculations yourself for both utilization and for break-even point and I'll run you through those calculations in the next two videos